Vice President - Client Experience & Support

Timeline
Immediate

Pseudo-NYM is looking for a seasoned Client Experience & Support Manager to ensure our clients maximize the use of our service with minimal problems or challenges.  Pseudo-NYM is providing services to enterprises initially, with small businesses to follow.   The client support experience has to be professional and of the highest grade for our enterprise clients.  

 Company:  Pseudo-Nym  Job Category:  Technology
 Location:  Virtual, USA  Relevant Work Experience:  10+ years
 Reports To:  CEO  Career Level:  Experienced
 Status:  Full Time, Employee  Education Level:  Bachelor's Degree

Job Description

Purpose/Key Responsibilities:

  • Manage all aspects of client support and engagement, including all interactions via all channels.
  • Select best of breed tools to manage the client experience.
  • Work with vendors to provide a top tier customer support experience.
  • Hire and manage a team that interacts with clients and addresses all their support needs.
  • Create metrics and KRI's to track the support experience and to meet the highest level of Service Level Agreements.
  • Work with the Chief eLearning Officer to develop training materials for our clients, which address the most common support issues.  
  • Identify, acquire, and implement tools and methods to support the scope of duties
  • May work virtually

 

Requisite Education/Experience:

  • Minimum of ten years’ experience in managing a support function. 
  • Bachelor’s degree
  • Fluent English (bi-lingual Spanish a plus)
  • Excellent customer service and organizational skills
  • Proficient in EXCEL, WORD, POWERPOINT

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